Strike the Right Balance Between Service Efficiency and Customer Satisfaction
How to offer service quality aligned to customer expectations at reasonable cost.
Publisher: Harvard Management Update, déc. 2008
Date of publication: 2008
See this article on the publisher’s site [Harvard Business Review]
Summary
This article offers a set of recommendations for offering service quality aligned to customer expectations at reasonable cost. In particular, it underlines the need to segment customers and offer individual segments a level of service that corresponds to their respective expectations and profitability profile. It also emphasizes the need to invest for the long term and sharply criticizes the tendency to see customer service cutbacks as an easy way to save money in times of recession.
Synopsis
This article is one of the sources used in Manageris’ synopses:
